Tussle between Maintaining Customer Satisfaction and Supply Chain Constraints

This new case study focuses on turning around deteriorating customer satisfaction associated with inefficiencies in the spare parts operation of a $10 billion Indian automotive company. It reviews current processes for both urgent and standard orders; addresses participants including vendors, local "Carry Forward Agents," dealers, customers, and the company's sourcing divisions; and addresses both material and information flows. Focusing on realistic issues throughout, this case study offers exceptional value to both students and practitioners. Authors: Satish Kumar and Dileep More, both from the Indian Institute of Management.